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Towards more empathetic and efficient solutions

Published
Apr. 4 2018 07:54 AM

If I could change one thing in this world, it would be friction. I would want to remove friction between the company and the customer. There are plenty of services that are smart in principle but have a poor service design. We humans have a shorter attention span than goldfish – that is, less than eight seconds. A frictionless service that is in line with my vision also works for those with the attention span of a goldfish. This should be the uncompromising goal of all digital service providers, such as ourselves, in order to ensure efficient services.

My strength is the ability to build a bridge between customer needs and technology. This ability has increased through my extensive network, which has taught me that 1 + 1 can be 5. For example, superior technology does not guarantee success if service design, the visual appearance of the service, does not work. A breakthrough is achieved by combining different types of expertise. I gained first-hand experience of this when I worked for ten years in an open source community as the only non-programmer. Realizations made and success achieved together gives a great feeling. It is a constant source of inspiration.

However, I gained most of my practical skills during my years as an independent entrepreneur. In addition to independency, the work required good networking skills and flexibility. I started my business six years ago at the busiest time of my personal life, as my two children were born around the same time. I had to learn time management the hard way. Friction had to be minimized and bureaucracy forgotten.

The most concrete achievement of my years as an entrepreneur is the patented anonymous personalization method, which will gain momentum once the EU General Data Protection Regulation (GDPR) takes effect. We are all in control of our life in the real world, but in the digital world this feeling is often lost. However, we all should have the right to decide on our own digital footprint – and this right is also included in the GDPR. No one can delete the digital footprint but the rules must be sufficiently clear and the consequences of breaking these rules must be sufficiently severe to trivialize the goal of the GDPR, i.e. ownership of data, and the subsequent feeling of being in control of one’s own life in the digital world as well.

Here at Houston Analytics, I can explore the world of opportunities, or management through information. I believe that bringing together the right people and effective models is the first step in enhancing the efficiency of operations. We have excellent product packages such as Web Data Collector (WDC) and Armstrong One, a marketing automation solution reinforced with artificial intelligence. I am a big believer in commercialization and packaging -–without forgetting the users. The aim of our work is always to serve the customer with empathy and efficiency. Challenges are the spice of life, and my current job at Houston Analytics is sure to provide them.